Case Study

Breaking the speed limit with support translation

TomTom was facing challenges delivering multilingual support at the speed its customers required. That’s where Unbabel came in.

Unbabel can definitely answer a lot of contact center challenges. You can build a team with your best agents, regardless of the language they speak, and deliver great customer experience, while improving TAT and reducing costs.

Penny Weemer
,
Customer Care Manager — TomTom

Founded in 1991, TomTom has been disrupting location technologies with highly accurate maps, navigation software, real-time traffic information and services. With over 5,000 employees operating in 29 countries, TomTom continues to market best-in-class personal navigation devices while rapidly branching out into satellite-powered mobile apps.With eyes focused on the road ahead, TomTom's mission is to create a safer, cleaner, congestion-free world, accelerating into the future of mobility.

  • €687 million in revenue FY 2018
  • 2004 TomTom changes the market with first gen PNDs
  • 22 languages supported by TomTom CS team

Reduce your multilingual TaT with scalable support translation

Unbabel’s unique blend of human and machine translation enabled TomTom to decrease email turnaround time by 42% — without sacrificing quality.

The Unbabel effect
Contributed to 20% reduction in support costs YoY
42% reduction in overall email TAT
10% decrease in chat abandon rate

Challenge bottlenecks and backlog

Facing stiff competition from the mobile segment, the leading location technology specialist was looking to deliver customer excellence faster and more cost effectively than ever before. But hiring native-speakers for season peaks simply wasn’t sustainable.

Navigating multilingual support with Unbabel

To solve seasonal peaks and increase overall operational agility, TomTom turned to Unbabel. Low-cost integration via Unbabel API and an intuitive agent interface meant the TomTom support team in India could get multilingual support up and running fast. A year later, TomTom has seen support costs drop while CSAT has gone up by 12%

What's inside

  • An overview of industry challenges
  • Insights into different approaches to multilingual CX
  • TomTom’s before and after story with Unbabel

In short, everything you need to know to level up multilingual customer experience.

Founded in 1991, TomTom has been disrupting location technologies with highly accurate maps, navigation software, real-time traffic information and services. With over 5,000 employees operating in 29 countries, TomTom continues to market best-in-class personal navigation devices while rapidly branching out into satellite-powered mobile apps.With eyes focused on the road ahead, TomTom's mission is to create a safer, cleaner, congestion-free world, accelerating into the future of mobility.

  • €687 million in revenue FY 2018
  • 2004 TomTom changes the market with first gen PNDs
  • 22 languages supported by TomTom CS team

Highlights

The Unbabel effect
Contributed to 20% reduction in support costs YoY
42% reduction in overall email TAT
10% decrease in chat abandon rate

Challenge

Solution

Results

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